Our Policies

This policy explained

This policy sets out how we respond to reports of anti‑social behaviour and what you can expect from us when you need support. It explains the standards we follow, how we assess and prioritise cases, and how we work with customers, communities, and partners to resolve issues. It also details the different types of ASB, how we gather information, and how we help prevent situations from escalating.

Read our Anti-social Behaviour (ASB) Policy here (this link will open in a new window)

What it means for you

If you report ASB, we’ll take your concerns seriously, listen to your experience, and respond in a way that focuses on the harm being caused. We’ll keep you informed throughout, create a clear action plan, and use the right tools - from early intervention to legal action where needed. We’ll also work with other agencies, including the police, and use customer feedback to continually improve the ASB service.

This policy explained
This policy sets out how we tackle reports of damp and mould in our homes, what steps we take to keep you safe, and how we make sure issues are resolved properly. It explains our responsibility to identify hazards, remove risks, and take a proactive, data‑led approach so problems don’t return. It also covers when and why we may need access to your home to carry out essential works.

Read our Damp and Mould Policy (this link will open in a new window)

What it means for you
You can expect us to act quickly, thoroughly and safely when you report damp or mould. We’ll assess the problem, carry out the required repairs, and learn from each case to prevent it happening again. If further access is needed, we’ll work with you - and if access is refused, we may follow our No Access Policy to make sure your home remains safe. You’ll be kept informed throughout and supported as needed.

This policy explained

This policy explains how we look after and repair our homes, the types of repairs we are responsible for, and the standards you can expect when reporting an issue. It covers responsive repairs, pest management, disrepair, and requests for home alterations, as well as how we prioritise and complete repairs efficiently and safely.

Read our Repairs and Maintenance Policy (this link will open in a new window)

What it means for you

You’ll know who is responsible for which types of repairs, how to report a problem, and what timeframes apply. You can expect a reliable, value‑for‑money service that keeps your home in good condition. We’ll communicate clearly, act promptly, and make sure essential repairs are completed to a high standard - helping to keep your home safe, comfortable and well‑maintained.

This policy explained

This policy sets out how we handle compliments, comments, and complaints across all Regenda Group buildings, including homes covered by enhanced safety regulations. It explains how you can share feedback, what standards we follow, and how we make sure our services remain accessible, fair and responsive to your needs.

Read our Customer Feedback Policy (this link will open in a new window)

What it means for you

You can expect us to take your feedback seriously, follow clear rules and timescales, and communicate with you in a way that meets your needs. If you have difficulties accessing our services, we will provide alternative ways to support you. The policy also ensures we continually improve by reviewing cases, following national standards, and being transparent about our performance.

This policy explained

This policy outlines how we support you throughout your tenancy and how we manage our homes and neighbourhoods. It explains the steps we take to help you sustain your tenancy, prevent issues before they arise, and create safe, vibrant and supportive communities where people thrive.

Read our Tenancy Management Policy (think link will open in a new window)

What it means for you

You can expect us to provide guidance, support, and early intervention if any challenges arise during your tenancy. We’ll work with you to help you maintain your home, understand your responsibilities, and access additional support if needed. Our aim is always to sustain your tenancy wherever possible - not end it.

The policy explained

This policy explains how we help anyone who is experiencing domestic abuse. It says that everyone has the right to feel safe at home, and that abuse is never the victim’s fault. The policy also sets out how staff will listen, take concerns seriously, and work with other services like the police or social care to keep people safe. For example, the policy says “we will take a pro‑active and supportive approach to all who ask for help or report domestic abuse to us.”

Read our Domestic Abuse policy (this link will open in a new window)

What it means for you

If you tell us you’re worried about domestic abuse, we will listen, believe you, and act to help keep you safe. This might include giving you advice, helping you contact specialist support, or making your home more secure. The policy explains that staff will record concerns, share information only with people who need to know, and always put your safety first. As the policy states, staff will “take all possible measures to ensure that any Regenda property… is safe and secure.”

This policy explained

This policy explains how we protect adults, children and young people from abuse, harm or neglect. It sets out what safeguarding means, the warning signs our teams look for, and how we respond when concerns are raised. It outlines who is responsible for safeguarding across the Regenda Group, how we record and manage concerns, and how we work with partner agencies like Social Care, the police and specialist support services

Read our Safeguarding Adults at Risk Policy (this link will open in a new window)

What it means for you

If you or someone in your household is at risk, we’ll listen, take your concerns seriously and act quickly to keep you safe. We’ll work with other agencies when needed, keep your information confidential, and make sure any actions are taken sensitively and appropriately. Our approach is based on dignity, respect and putting wellbeing first - because everyone deserves to live free from abuse, harm and neglect.

This policy explained

This policy explains how Regenda protects children and young people from abuse, harm and neglect. It sets out what safeguarding means, the responsibilities of everyone working across the Group, and the steps we must take if we are worried about a child’s welfare. It also explains how we work with children’s services, the police and other safeguarding partners under national guidance such as Working Together to Safeguard Children (2023).

Read our Safeguarding Children Policy (this link will open in a new window)

What it means for you

If we ever have concerns about the safety of a child in your home or community, we will take them seriously, act quickly, and follow clear procedures to keep them safe. We will always treat you with sensitivity, respect and confidentiality, and we will work with you and specialist agencies to ensure the right support is in place. Our goal is to protect children and help them live in safe, supportive environments.

This policy explained

This policy sets out how Regenda identifies and supports customers who may need extra help to manage their tenancy or access our services. It explains what vulnerability means in practice, how we assess individual needs, and the reasonable adjustments we can put in place - such as additional communication support, tailored appointments, or involving carers and advocates. It also outlines our legal responsibilities under the Equality Act and our commitment to delivering services that are fair, inclusive and accessible.

Read our Vulnerability and Reasonable Adjustments Policy (this link will open in a new window)

What it means for you

If you ever need extra support — temporarily or long‑term — we’ll work with you to understand your circumstances and agree the adjustments that make it easier for you to manage your home and communicate with us. This could include flexible appointments, alternative formats, extra time, or involving someone you trust. The aim is to make sure you can use our services confidently and safely, with the right support in place when you need it

This policy explained

This policy explains how we assess, fund and deliver adaptations (like grab rails, ramps, stairlifts or bathroom/kitchen changes) so residents with disabilities or health conditions can live safely and independently. It covers what counts as a minor or major adaptation, how decisions are made, how we work with local authorities and Disabled Facilities Grants, and when re‑housing may be a better option. 

Read our Aids and Adaptations Policy (this will open in a new window)

What it means for you

If you need changes to your home, we’ll look at what’s reasonable and practical, agree the best solution with you, and keep you updated throughout. We’ll prioritise urgent needs, make sure work is done safely and to standard, and remove or recycle equipment when it’s no longer required. 

This policy explained

This policy sets out how Regenda Homes manages estates and shared communal areas to make sure they are safe, clean, well‑maintained and compliant. It explains how we inspect and monitor communal spaces, how we deal with issues such as cleaning, grounds maintenance, repairs and health and safety,  and how we work with residents to improve their neighbourhoods. It also covers how we record findings, publish inspection results, and act quickly when problems are identified.

Read our Estate Management Policy (this link will open in a new window)

What it means for you

You can expect your building and neighbourhood to be regularly inspected, with clear standards in place for cleanliness, safety and maintenance. Any issues we find - or that you report - will be logged, passed to the right teams and resolved as soon as possible. You’ll also have opportunities to get involved in estate inspections and help shape improvements in your area, making your community safer, cleaner and more enjoyable to live in.